Cisco Service Attach Playbook
This playbook is designed to provide you with an overview of the digital journey, customer requirements, and actions you'll need to take to help your customers attach service coverage.
This playbook guides you through the objectives and how they relate to the aligning automated digital experience.
Refer to the last page of this playbook for definitions, descriptions, and all associated resources to help your customer through their adoption.
How to coach for success with Service Attach
Help your customers get started with attaching service coverage for software and hardware purchases in order to prevent disruption of business for the customer.
This monthly notification provides suggested service options to customers with a purchase in the last 180 days with no support coverage attached.
This section informs customers about uncovered Cisco purchases and introduces Cisco Support Enhanced as the recommended solution. Use this opportunity to engage customers and offer expert guidance, insights, and premium support to help them realize value faster.
The opportunity table outlines the recent uncovered purchases along with the latest ship date and a quote if available. Customers have the option to view all Attach opportunities within renew.cisco.com.
For partners enrolled in Commerce Automation, the email will provide up to five quotes for Attach opportunities.
Refer to the last page of this playbook for definitions, descriptions, and all associated resources to help your customer through their adoption.
Customers enter the journey when they meet the following corresponding entry criteria:
Customers with hardware or software purchases within less than 30 to 180 days after ship date without service coverage
Partner-supplied customer contacts entered via the Lifecycle Advantage portal are securely stored, remain confidential, and are used exclusively for your Service Attach messages — never shared with other partners or Cisco teams.
You have full control over messaging: Only the contacts you provide receive messages, with complete visibility into what is sent, ensuring communications appear to come directly from you.
You have full control over messaging: Only the contacts you provide receive messages, with complete visibility into what is sent, ensuring communications appear to come directly from you.
Cisco uses its own internal customer contacts for Service Attach notifications when partner-supplied contacts are unavailable. A data science model selects the best contact based on factors like job title and engagement history.
Refer to the last page of this playbook for definitions, descriptions, and all associated resources to help your customer through their adoption.
Guidance on helping your customer with Service Attach
In this stage, the customer will:
- Understand how Cisco Support can help accelerate adoption and optimize their technology investments, ensuring they maximize the value of their Cisco solutions
- View up to five Attach quotes generated by Lifecycle Advantage Commerce Automation
- Be directed to Renew.cisco.com to review all Attach opportunities and quotes
The customer will exit this stage when:
- The email is clicked
Tips for Partner:
- Ensure your company is enrolled in LCA Commerce Automation and has approved Attach quotes for them to be displayed in the email
- Utilize co-branding opportunities, including space for a logo, value statement, and partner-provided contact form
Quoting Enabled
Subject Line: Maximize your Cisco investments with support coverage
Preheader: Do you have the coverage you need?
Trigger: Contacts are selected by the partners and pushed to the LCA Data extensions
Goal: Drive customers to review service recommendations and Attach quotes for renewals on Renew.cisco.com
Preheader: Do you have the coverage you need?
Trigger: Contacts are selected by the partners and pushed to the LCA Data extensions
Goal: Drive customers to review service recommendations and Attach quotes for renewals on Renew.cisco.com
Quoting Enabled
In this stage, the customer will:
- Understand how Cisco Support can help accelerate adoption and optimize their technology investments, ensuring they maximize the value of their Cisco solutions
- Be directed to Renew.cisco.com to review all Attach opportunities
The customer will exit this stage when:
- The email is clicked
Tips for Partner:
- Utilize co-branding opportunities, including space for a logo, value statement, and partner-provided contact form
Quoting Disabled
Subject Line: Maximize your Cisco investments with support coverage
Preheader: Do you have the coverage you need?
Trigger: Contacts are selected by the partners and pushed to the LCA Data extensions
Goal: Drive customers to review service recommendations and Attach quotes for renewals on Renew.cisco.com
Preheader: Do you have the coverage you need?
Trigger: Contacts are selected by the partners and pushed to the LCA Data extensions
Goal: Drive customers to review service recommendations and Attach quotes for renewals on Renew.cisco.com
Quoting Disabled
Refer to the last page of this playbook for definitions, descriptions, and all associated resources to help your customer through their adoption.
To further support your customers along their digital journey, you can provide them with key resources:
Refer to the last page of this playbook for definitions, descriptions, and all associated resources to help your customer through their adoption.